Severe Weather Dispatch: Difference between revisions

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* The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all.

* The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.

==== Dispatch Workflow ====

At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:

# A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.

# Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!

# In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.

# Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack.

# 1) I claim the ticket by saying so in Slack, 2) I mark it In Progress and add my name, 3) I select shelter name/address, 4) I confirm with GSUL via Slack that GS can accommodate the request, 4) if they say yes I mark Transport Arranged: ECC Ground Support, 5) once GSUL provides ETA I add it to the spreadsheet, 6) once GSUL provides pickup time I mark the ride time completed.

# Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A "reasonable amount of time" goal may be dictated by the ECC, or may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.

# Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.

# If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:

## "GS, can you take 541?"

## "Yes, GS can take 541."

## "GS, please take 541."

## "GS has 541."

## And the Dispatcher acknowledges this maybe by saying "Thanks!" or putting a thumbs-up emoji in Slack under this comment.

# Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again.

# Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.

What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation.

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@@ Line 108: / Line 108: @@
 * The Dispatch Nexus serves as the central dispatching hub for transportation and other types of dispatch requests. Color coding and other pointers will help you understand what is going on. Any column header that begins with “Trans:” means it’s about transportation dispatch. If other types of dispatch are not activated for this severe weather event, you may not see other columns at all.
 * The rows of transportation dispatch columns alternate white and blue. Columns in different colors are for different dispatch missions, and you can ignore them. You can also filter your view. To view ONLY transportation dispatch requests, look for “Filter Off” in the upper left. Select that and then select “Transportation Dispatch.” To view all dispatch requests, click “Transportation Dispatch” to shut the filter off.
+==== Dispatch Workflow ====
+At the start of your shift, decide with your shift partner, if you have one, which of you is doing which requests using the reference number column in the Dispatch Nexus. For example, one of you could take odd-numbered requests and the other could take even-numbered requests. Then coordinate transport as follows:
+# A person calls 211info for transport to a warm/cool space. If they need transportation to an approved warming/cooling location, the 211info Operator will complete a Dispatch Form. Once the 211 Operator submits the form, the data will appear at the top of the Dispatch Nexus spreadsheet. Don’t forget to refresh the Dispatch Nexus often so you can see incoming requests.
+# Before you start working a request and change any info in the Dispatch Nexus, check Slack to see if anyone else has claimed it. If not, then announce in Slack something like “I’m taking 423!” Next, refresh Dispatch Nexus and make sure no one is entering data into the request you’ve claimed. If not, proceed!
+# In the Dispatch Nexus, select your name from the drop-down menu in the “Dispatcher Name” column; select “In Progress” in the STATUS column; and click “Save.” This will signal to those monitoring that someone is working on the request, and clearly stops others from coordinating the same ride.
+# Using the Shelter Map and Shelter Dashboard, determine the appropriate warm/cool space nearest to the rider. If we have capacity information for this location on the Shelter Dashboard, make sure there are more than 5 spaces left at the location before sending someone there. If you are unsure whether to transport to a day-only location or a 24/7 location, ask a 211 liaison in Slack.
+# 1) I claim the ticket by saying so in Slack, 2) I mark it In Progress and add my name, 3) I select shelter name/address, 4) I confirm with GSUL via Slack that GS can accommodate the request, 4) if they say yes I mark Transport Arranged: ECC Ground Support, 5) once GSUL provides ETA I add it to the spreadsheet, 6) once GSUL provides pickup time I mark the ride time completed.
+# Find transportation for the rider (see “How to Coordinate Rides” section below). Pay close attention to any special circumstances in the request data, such as children, pets, lots of belongings, many riders, wheelchairs, etc. If ECC Ground Support has vehicles dedicated to NET Dispatch, check to see if they can take the request (Ground Support fleet availability for guest transport varies by event). If not, seek transportation in this order: taxi cabs, rideshare, then outreach providers, if any have vehicles available for this event. If none of those providers can pick up the rider within a reasonable amount of time of when you received the request, escalate to ECC Ground Support even if they don’t have a dedicated vehicle. A "reasonable amount of time" goal may be dictated by the ECC, or may be dependent on a combination of weather severity, road conditions, and transport availability; ask in chat if you're not sure what the current time frame is to move to the next tier of transportation options.
+# Complete the grayed-out columns for Transportation. Enter Transport Arranged, Shelter and Address, and Pickup ETA (unless it’s an ECC Ground Support ride, in which case they will enter the ETA). Save! Once the spreadsheet is saved with an ETA, an email will go to 211info prompting them to call the rider with the ETA.
+# If ECC Ground Support is being used, wait for your GS Lead to confirm they have accepted the ride. The handoff between Dispatch and GS should read in Slack like a radio conversation. This assures both that (1) Ground Support doesn't send a vehicle to pick up a client that a Dispatcher is also coordinating a ride for through another transport provider, and (2) also makes sure a client does not get inadvertently dropped:
+## "GS, can you take 541?"
+## "Yes, GS can take 541."
+## "GS, please take 541."
+## "GS has 541."
+## And the Dispatcher acknowledges this maybe by saying "Thanks!" or putting a thumbs-up emoji in Slack under this comment.
+# Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again.
+# Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going.
+What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires  transportation.

Anonymous

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